How Grand Hyatt Baha Mar Scaled Remote Selling & Front-Desk Upselling Across 1,800 Rooms

MEETINGS & EVENTS

Set on Cable Beach in Nassau, Bahamas, Grand Hyatt Baha Mar is an 1,800-room luxury resort featuring 82,000 sq. ft. of indoor convention space, 120,000+ sq. ft. of outdoor lawns and terraces, and dozens of dining and pool venues.

Why it matters: Associate Marketing Director Kia Guilford and Marketing Communications Manager Dwynette Sawyer shared how the resort expanded Visiting Media from a convention-center tour into a resort-wide sales and upselling engine.

With ~10 remote group sellers, iPad-equipped front desk agents upselling suites, and the Visiting Media link embedded in every employee’s email signature resort-wide, the platform powers every revenue stream.

Top 3 Core Objectives: With an 1,800-room campus and a largely remote group sales team, Grand Hyatt Baha Mar needed an always-current visual platform covering guest towers, ballrooms, lawns, and dining outlets.

Empower remote group sellers: Enable ~10 off-property sales managers to conduct detailed virtual site inspections and send space-specific links without standing on property.
Showcase staged event setups: Use CGI-rendered ballroom and event lawn configurations to show wedding and corporate planners multiple staged setups where static photography fell short.
Drive front-desk suite upsells: Equip front desk agents with iPad 3D/360° tours to upsell guests into premium rooms and suites even when the resort is at high occupancy.

Innovators Mentioned

Visiting Media

Kia Guilford

Associate Marketing Director

Grand Hyatt Baha Mar

"“The sales team is able to sell the space without having to physically be there. On the new platform, they send a link calling out the exact room types or event spaces they’re recommending, and the CGI shows our largest ballrooms in multiple settings.”"

Kia Guilford

Associate Marketing Director

👍 Associate Marketing Director Kia Guilford said that Associate Marketing Director Kia Guilford highlighted how CGI event setups and targeted space links made the remote sales and wedding teams far more effective.:

"“The sales team is able to sell the space without having to physically be there. On the new platform, they send a link calling out the exact room types or event spaces they’re recommending, and the CGI shows our largest ballrooms in multiple settings.”"

⚖️ The selection process: During their research process, Kia Guilford evaluated Visiting Media's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Visiting Media was the best fit solution:

Associate Marketing Director Kia Guilford said, about their decision: "“Resort-wide, people from all departments are sending out emails with the Visiting Media tour link in their email signature, extending our reach well beyond sales and marketing.”"

📈 The results: Grand Hyatt Baha Mar embedded Visiting Media across remote group sales, wedding planning, front-desk upselling, and resort-wide employee communications.

- Resort-Wide Email Signature Distribution: Every employee across the resort includes the Visiting Media tour link in their email signature, multiplying organic buyer discovery.
- Remote Sales & Wedding Conversion: Off-property sellers and wedding specialists close destination groups using space-specific 360° links and CGI ballroom/lawn setups.
- Front-Desk iPad Room & Suite Upselling: Front desk teams use interactive 360° suite tours on iPads at check-in to convert high-margin room upgrades.